Sure signal not working with new iPhone 5s

[MattSmith94]

Hi all,

My wife upgraded her iPhone 4s to a new 5s on Thursday 31st July  (so new nano sim). Since then I have been unable to get our Sure Signal to work with it. I have tried all of the things in the troubleshooter including removing and readding the number, deregistering the sure signal, resetting it etc but nothing works. Can anyone in tech support help?

Many thanks

Matt

[MattSmith94]

Turning the phones off and on does not work, would appreciate some vodafone assistance please

[djmaitla]

I meant that you reset the phone so it only operates in 3G mode, then totally restart the phone. This worked with my daughter's 5S on a SS3 device after I had registed the phone in the SS admin mode.

[MattSmith94]

Thank you for the suggestion but it did not work

[MohamedGamal]

It's possible in some cases that the sim card / the device are faulty in getting a 3G signal, can you try the sim card in a different phone or another sim card in her phone ?? That or mention if the device can actually get 3G outside the home

[MattSmith94]

Hi Mohammed,

We have tried everything. So far we know:

1..the sim card when put into another phone - no 3G from the VSS but 3G from a 3G coverage area

2..my sim card when put into the iPhone 5S - works with VSS (my number is the VSS admin number)

So we can assume that it is an issue with the VSS not working with the numbers I have added to the user section. There is nothing wrong with the phones or the accounts of the other two people I have swapped sims out with. Very puzzling and frustrating!

Without the VSS we have no mobile coverage in our area and my wife needs this as she is on call over weekends and evenings. If this cannot get resolved she will be looking to cancel with Vodafone and going with a provider who can deliver a signal.

[MattSmith94]

Quite disappointed not to have received any assistance from Vodafone support on this thread at all today, please get back to me with something concrete and tangible to try and resolve this issue.

[Ben_H]

Hi MattSmith94,

We answer posts in chronological order. 

So that we can look into this further, take a look here for how to get in touch. We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

Thanks,

Ben

[MattSmith94]

Thanks Ben, appreciate your help,

Matt

[MattSmith94]

Finally got a response from technical services after days of waiting and I quote:

"Dear Customer, The ports are 8 TCP UDP 50 TCP UDP 53 TCP UDP 1723 TCP UDP 67 UDP 68 UDP 123 UDP 500 UDP 4500 UDP 33434 - 33445 UDP Please ask the ISP to assign a static ip for the Sure Signal box IP address for the MAC address found on the back of the Vodafone Sure signal box then enable the firewall for the provided ports. Then do the reset on the Sure Signle Holding the button for more than 30 seconds that will result in a factory reset and wait for 6 hours it should work fine. Best Regards Vodafone UK"

As the VSS works for my Sim and no other I cant see how changing ports will help or assigning a static IP. Plus I will have to pay my ISP for this to find out it doesnt work. I really am at the point of giving up on this now. Useless.

[fullfast]

Matt

I feel your pain with regards to no or very sporadic coverage.......I have found though that what Mohammed mentioned has indeed worked for myself this morning.......up until that point I was going to be requesting a refund from Vodafone.

I was pesimistic that it would work but I can confirm that I am now getting a steady three bars out of five anywhere in my property and anything up to 5 when in the same room

Process taken

Settings ; Cellular ; Enable 4G (switch to off); close down all apps ; hold power button to off ; leave for 1 minute then restart.........

Will see if this continues to work through the day but seems to have made a difference so far......fingers crossed

Good luck Matt